An add-in for Microsoft Outlook that
enables you and your team to use KB articles stored on
your Exchange folders to reply to support emails in Outlook
seamlessly

Team Knowledgebase add-in
helps support staffs to effortlessly store knowledge
base (KB) articles in one or more Exchange folders and
connect it to Microsoft Outlook for resolving and
replying to email replies. Without requiring
switching back and forth between Outlook and
other media, support staffs can now easily browse
through articles grouped by categories and types, or
make use of the search functionality to locate a
relevant KB article, and insert it to the outgoing
email reply as PDF file attachment, or
embedded inline content
directly from within Outlook.

With Team Knowledgebase, any
team can leverage the information stored on Exchange folders, to reduce
frequency of customer support requests,
improve staff productivity and save time that would
otherwise have been wasted in searching for
information across disparate systems such as paper documents, all inside Outlook.

Purpose of this add-on
You and your support team frequently find trying to
solve the same issue over and over. Your end-users
send you emails on similar issues repeatedly. And if
you are already aware of the solution, typically,
you will try to compose the solution or if you have
vague recollection of it, you would try to navigate
to your existing document libraries, past emails
etc. Just consider how much time and effort you had
wasted in trying to find the right information at
the moment of need, not to mention the delayed
response to the support request. You wish you could
share your knowledge on a centralized information
system with other team members so that everyone has
the same understanding and are communicating the
same message when asked about specific issues.

Many IT managers resort to using existing emails in
Inboxes and other Exchange folders to document best
practices and solutions to common problems, in the
form of KB articles, because of the easy
accessibility and collaborative capability. So, when
a support request email is received in Outlook,
support staffs would generally go to these folders and browse or search through the tier of KB
articles. If a relevant article is found, either the
staff would rewrite the solution from scratch into
the email, or copy the contents from article item to
the email reply, in a crude fashion. Moreover, the
frequent switching back and forth between the email and
KB folders tends to loosen the focus
of the support staff, leaving him/her frustrated.
Evidently, organizations and teams that leverage
Exchange folders as a knowledge base would need to reinvent
the wheel and implement an efficient way of
importing folder based article or document, to
outgoing email reply.

Team Knowledgebase is
designed to bridge this gap between your Outlook and
Exchange folders
where all your knowledge base articles are stored,
such that you can effortlessly locate a KB article relevant to an issue from
within Outlook itself, and insert it into an
outgoing email reply in a single click. All these
and more making sure, the outgoing email retains all
the actual files and the original formatting of the
selected KB article. No more frequent switching
between Outlook folders, no more copy-paste
job etc.

Why implement a knowledge base?

Factors that demand for a knowledge management
system for your organization:

Rising rate of
innovation and increasing competition in
marketplaces

To replace
informal knowledge with format methods,
especially, when the organization is
under-staffed

Competitive
pressures reduce the size of workers that holds
valuable business knowledge.

To help new
workers to experience and acquire knowledge in
the shortest time.

Early
retirements and increasing mobility of the work
force lead to loss of knowledge.

Need to manage
increasing complexity as business operations
become globalized.

Changes in
strategic direction may result in the loss of
knowledge in a specific area.

Retaining
knowledge when employees leave or change
positions

As most of our work is information based, it is
imperative that organizations maintain a structured
library of information and solutions, such that, the
knowledge system provides access to right
information, at the right time, to the right workers
in need. In short, knowledge and information have
become the medium in which business problems occur.
As a result, managing knowledge represents the
primary opportunity for achieving substantial
savings, significant improvements in human
performance, and competitive advantage

Designed for
independent users, consultants and freelances to document
solutions to frequently asked questions in the form of KB
articles and store on an Outlook folder, to be used later on for
replying to emails in Outlook.

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